The role of Operations Director involves shaping the operational backbone of the organization and co-directing its strategic direction, with a direct impact on the company's growth and collaboration with its international headquarters. The position is with the client, a renowned international financial institution with a strong presence in the local market, operating in a complex regulatory and operational environment. The client is deeply investing in digitalization, process optimization, and enhancing customer experience. The selected candidate will oversee the complete spectrum of operations end-to-end, significantly influencing the company's further transformation.
Key responsibilities include managing end-to-end operations such as underwriting, policy administration, claims handling, and customer service, ensuring that high-quality customer experiences are supported by efficient, effective, and compliant operational processes. The role also involves designing, implementing, and overseeing optimization, digitalization, and automation initiatives; ensuring regulatory compliance and audit preparedness; and developing and supervising internal controls. The Operations Director will monitor operational KPIs such as cycle time, NPS, error rate, and cost per policy and report findings to the executive board. Collaborating with key stakeholders like CFO/CEO, Product & Sales, Compliance, Legal, IT, and external partners is essential, along with fostering a culture of empowerment, responsibility, and engagement among operational teams.
The ideal candidate will have experience in operations or customer-related functions within a highly complex organization, specifically in the insurance sector (life/non-life). Demonstrated success in optimizing, automating, and digitalizing processes, as well as designing scalable operational models, is crucial. A strong understanding of the regulatory environment and financial/insurance compliance standards is required, along with excellent analytical skills, a data-driven mindset, and practical experience with KPIs. The leader must promote empowerment, accountability, team engagement, and continuous improvement, navigating the client through transformational changes. The position offers a strategic role with a significant impact on the transformation and development of operations in the region, high autonomy in process design and optimization, opportunities to lead digitalization and automation initiatives, and attractive employment conditions including access to advanced operational efficiency and customer experience technologies, along with a hybrid work model.